Check out a brief overview of the Scorebuddy modules.

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SCORECARD BUILDER

Design your dream scorecard

Create the scorecard you want from scratch with Scorebuddy’s intuitive form builder. Set up as many different scorecards as you like to evaluate phone calls, emails, IM threads, social media responses, complaint handling … whatever interactions you need to monitor.

Cool features of scorecard builder:

  • Browse our library of templates to get started
  • Allow for quick-pick comments or free text
  • Drag and drop steps for easy editing
  • Set scales and labels easily
  • Mix scoring scales (Yes/No/NA, Poor/Good/Excellent)
  • Organize scorecard into sections
  • Weight questions or sections
  • Allow blind scoring
  • Identify points of failure for immediate flagging
  • Categorize multiple event types and subtypes

SCORE EMPLOYEES

Save time and get better data

You’ve created your scorecards, now it’s time to see how your team is doing. It couldn’t be easier to score your agents, and you’ll instantly see critical fail notifications.

Cool features of scoring:

  • Attach the customer service interaction
  • See instantly whether the agent is above or below target
  • Get notifications of critical fails
  • Add a summary comment at the end
  • See the agent’s history
  • Blind score if you prefer

Compliance (Core Package)

Get on top of compliance

It’s important to have a compliance system in place to protect customers, agents and the organization. Scorebuddy’s compliance report automatically tracks compliance performance and highlights failures as they happen. Relax in the knowledge that you can show auditors how you are monitoring and dealing with compliance breaches.

Cool features:

  • Include compliance components in as many quality scorecards as you like
  • Automatically track compliance performance
  • Instantly alert supervisors of fails

CALIBRATION

Eliminate inconsistencies

Some supervisors score harder than others, which can lead to wide variations in quality scores. Scorebuddy has a built-in calibration feature which pulls out the variances between the scores of multiple evaluators of the same interaction. It points up where calibration sessions or further training is needed so that you get consistency in scoring.

Cool features:

  • Share calibration lists with external users
  • Compare and contrast scores
  • Add comments to the scorecards
  • Select scorecards manually or randomly for calibration
  • Build multiple lists by group, card type or contact type

AGENT INSIGHT

Empower your agents

With Scorebuddy, agents get their own dashboards showing their quality scores and giving them the facility to self-score. Watch as they up their game before you’ve even had a performance review, empowered by the metrics and the trust you’ve placed in them.

Cool features of Agent Insight:

  • Allow/hide Agent Insight
  • Allow self-scoring
More about Agent Insight

ANALYTICS

Make better decisions

Dig deep into your call center’s quality scores to carry out root-cause analysis, identify common pitfalls, broken processes and training gaps, or catch people doing a good job! Scorebuddy’s powerful analytics tool allows users to report in 27 ways at the click of a button.

Cool features of QA Analytics:

  • Share and collaborate easily – we’re web-based
  • See the scorecards behind the results with one click
  • See the customer interactions behind the results
  • Filter results by individual, team or group
  • Export the reports into a variety of formats
  • Check evaluator consistency
More about Analytics

INTEGRATED SURVEYS

Make better decisions

Some supervisors score harder than others, which can lead to wide variations in quality scores. Scorebuddy has a built-in calibration feature which pulls out the variances between the scores of multiple evaluators of the same interaction. It points up where calibration sessions or further training is needed so that you get consistency in scoring.

Cool features:

  • Share calibration lists with external users
  • Compare and contrast scores
  • Add comments to the scorecards
  • Select scorecards manually or randomly for calibration
  • Build multiple lists by group, card type or contact type
More about Integrated Surveys

Our happy customers

Our clients range from small 50-agent teams to 2000+ operations, from global brands to expert outsources. It makes us really happy that they love what we do.

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Everybody loves Scorebuddy

Whether you are a customer service quality manager, a contact center supervisor or work in a financial institution where compliance is all important, Scorebuddy has your back.
  • Call Centers

    Reduce review times, increasing agent engagement and revealing ways to improve quality and customer satisfaction.

    Learn More about Call Centers
  • Outsourcers

    Managing the quality for one desk is difficult enough... managing a number of clients is a real challenge! We can help with that.

    Learn More about Outsourcers
  • Compliance Managers

    Plate spinning. With penalties for non-compliance, you literally cannot afford to let any of those plates drop.

    Learn More about Compliance Managers